NICE inContact CXone Reviews in September 2026: User Ratings, Pros & Cons

NICE InContact Feedback

As a supervisor for a medium sized helpdesk, I find that we've had mixed but overall positive results with this particular ACD.Positives: Quick access to metrics. A plethora of options (bar graphs, pie charts, etc.) to show/extrapolate data. Ease of login/password administration. Fairly robust. Responsive support when we run into issues. Needs Improvement: Lack of reporting options (we are unable to find a report that can show our analysts' real-time interactions; we can only view that data ...

NICE inContact phone system ranks #1

NICE inContact phone system is hands down leading the way in contact center software. Whether you are using it as a contact system or full out softphones, it makes life so much easier for all operators.

Great system

Great system. We look forward to using this in the future as well.

I wish...

I wish we had more access to the customer support desk for help in creating reports. Report design seems to be a challenge.

Overall I really like the product!

Overall I really like the product!

We have been using InContact for years…

We have been using InContact for years for our organizations call center. The customer service is incredible and their product is fantastic and integrates well with our CRM. It really is one of the best call center softwares out there.

Comprehensive Call Center Solution

inContact CXOne is a comprehensive and complete call center solution. It provides custom reporting, advanced workflows via inContact Studio, softphone for desktop, and much more. It really is an all-in-one package for call centers.

InContact has improved over the last 18…

InContact has improved over the last 18 months and become more stable than it used to be. CX One is an improvement over the prior interface.

Nice inContact is tops in it's class

Nice inContact is tops in it's class! I only see room for improvement on the admin side of things, with Studio and the inContact admin portal the processes are convoluted. It needs to be more streamlined.Thank you.

Pros/Cons

Pros:- Very speedy customer service team. Any time I have any questions Kurt and his team have been almost immediate in their email responses.- Scaling with IC is pretty easy with regards to purchasing/installing additional phones etc for new agents.Cons:- Often there will appear to be a call in the call queue, however it is not a real call, it's just a bug in the system. These can seem like you have busier volume/Q times when in reality there was no call whatsoever.